Installation guide

About Wave Contact Centers 1-2
Chapter 1: Introduction
Wave Contact Center Administrator Guide
Contact Center queue features
Feature
Administration
Single-point interface to create and manage queues
Take a queue off-line and send its calls to voicemail
Automatically take a queue off-line when all agents are unavailable
Choice of language for system prompts
E-mail and pager notification of new voicemail
Voice titles for Contact Center extensions
Overflow groups of agents for times when primary agents are busy
Overflow agents with individual overflow levels
Overflow agents only called after all agents are busy for a time you configure
Agents automatically placed on break if they let queue calls ring unanswered
Callers redirected if the queue is too busy, callers are waiting too long, there are not enough
agents, or there are no agents with matching skills
Individual permissions for whether an agent can use personal status to make himself or herself
unavailable
View Contact Center and personal Call Log in the same ViewPoint application
Queue logs for troubleshooting
Separate licensing required per agent
Caller Experience
Contact Center automatically answers incoming calls
Hold music
Different hold music for each queue
Extension or DID number to dial queues
Release 2.0 Service Pack 1
April 2011